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SchoolLibrary
User level: Level 1 (4 points)

Can't access icloud account to log into ipad. Icloud account using a gmail email address.

I work for a public library and we also run the local school libraries. The school libraries were all given iPads and they have the same icloud info. The only difference is the device name. The staff had this info so they could install apps. We trusted them. Past tense.


A staff member took an iPad over the holidays and changed the Apple ID to one with a gmail email address.

I have access to both the original icloud account and the gmail.


We don't have the password for the gmail based icloud account and i can't reset it as I get an error about not being able to reset it. I wiped the ipad in question.


Weirdly it says "The location of this ipad can be seen by its owner ..." - and gives the OG icloud details.

When i try to set it up i get the ipad locked to owner message, but the gmail account.


How do I get into this ipad and the gmail based icloud?

I tried an account recovery, but we were emailed a "Please verify your contact details" email which wanted me to log into the icloud account we can't get into!


Any advice would be good. Thanks folks.

Posted on Sep 17, 2026 3:03 AM

2 replies

WheelieNick
User level: Level 9 (74,110 points)

Sep 17, 2026 3:41 AM in response to SchoolLibrary

Since you are a public library and school system, you likely have the legal proof of purchase or a receipt showing that the organization bought these iPads. Apple will permanently remove the Activation Lock from their server if you prove ownership

  1. Locate the original invoice, purchase order, or receipt for the iPad. It must show the device's serial number or IMEI, the date of purchase, and your organization's name.
  2. Go to Apple's official portal: Apple Activation Lock Support Request.
  3. Submit an online request as an organization.
  4. Upload your proof of purchase.
  5. Once approved (usually takes 2–5 business days), Apple will remotely unlock the device from the Gmail account. You can then restart the iPad, and it will let you set it up as brand new.


SchoolLibrary Author
User level: Level 1 (4 points)

Sep 17, 2026 7:12 AM in response to WheelieNick

Thanks very much for this.

Originally posted at discussions.apple.com/thread/256358832